Customer Experience Representative
Salary undisclosed
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Cervélo exists to Make Riders Faster. You'll see our bikes on the road, on the trail, and under some of the most elite athletes in the world. We're a small group of passionate riders, dedicated to delivering the best bikes in the world. It's not all CAD and wind tunnel time, though, we're headquartered in Aliso Viejo, California, a sweet corner of Orange County where you can ride on and off road year-round. Cervélo bikes have won all three Grand Tours (the first bike brand in history to do so), our ambitions have never been higher, and we're looking for talented, driven people to join our team.
About You
Provide outstanding, best-in-class pre-sale and after-sale service to retailers and consumers, including warranty management, technical inquiry response and pro-active outbound activity, while monitoring and ensuring complete retailer and consumer satisfaction throughout their Cervélo experience.
This role will have the option for a hybrid work schedule and is subject to change
What Does Your Day Job Look Like
Retailer/Customer Support
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the overall duties and responsibilities of this job.
HOURLY PAY RANGE: This compensation package will be dependent on experience, qualifications, industry experience and the interview with a potential hourly range between $27-$30/hr.
Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the overall duties and responsibilities. While performing the duties of this job, the employee is regularly required to stand, walk, use of hands and fingers, handle, or feel, reach above head with hands and arms, lift, push, climb, stoop, kneel, crouch, and/or crawl, pull, talk and hear. The employee must lift and/or move up to 50 pounds. Vision may be corrected within normal range. The noise level in the work environment is moderate.
About You
Provide outstanding, best-in-class pre-sale and after-sale service to retailers and consumers, including warranty management, technical inquiry response and pro-active outbound activity, while monitoring and ensuring complete retailer and consumer satisfaction throughout their Cervélo experience.
This role will have the option for a hybrid work schedule and is subject to change
What Does Your Day Job Look Like
Retailer/Customer Support
- Provide resourceful technical assistance to our customers by answering questions regarding any bike issues, set-up, reactions of bikes in a specific terrain and diagnosing issues
- Answer incoming phone calls and reply to voicemails from customers and resolve requests in accordance with a fast, personal, and precise experience
- Collaborate with other members of the Customer Experience team to expand collective knowledge and update information in the Bike Archive
- Track all customer interactions in CRM software (Hubspot) and ensure all records are updated when needed
- Keep updated on current bike trends and new components
- Provide insights and relay common customer issues to the Product team to influence future product designs and improvement
- Manage Warranty claims and provide warranty support to all retailers in a timely manner
- Liaise with manager and production planning to forecast and manage warranty stock and ensure appropriate levels at all times
- Execute Global Warranty Support to all international markets
- Assist in managing small parts on the B2B/Dealer portal
- Provide regular and thorough reports to Quality Assurance regarding common issues and recognize trends in quality issues and communicate back to QC in a timely manner
- Manage coordination of requested frames/parts per requested by QC team
- Acts as a technical resource for the global team
- Presents valuable data, insights, and customer trends on global calls
- Prepare orders by processing requests and supply orders; pulling materials; packing boxes; placing orders in the delivery area for pickup
- Coordinate with all Customer Experience teams to fulfill specific and ongoing inventory and shipping needs to dealers/consumers
- 3-5 years’ experience in customer service for a premium consumer goods brand/cycling industry preferred
- SAP, CRM, Hubspot, or experience with similar enterprise software
- Technical experience in the bicycle retail industry. Cervélo specific product knowledge is a plus
- Strong organizational, decision-making, and problem-solving skills, with the ability to communicate, present, and build relationships effectively across the organization
- Experience in Shopify store management, product listing optimization, and customer service is a plus
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the overall duties and responsibilities of this job.
HOURLY PAY RANGE: This compensation package will be dependent on experience, qualifications, industry experience and the interview with a potential hourly range between $27-$30/hr.
Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the overall duties and responsibilities. While performing the duties of this job, the employee is regularly required to stand, walk, use of hands and fingers, handle, or feel, reach above head with hands and arms, lift, push, climb, stoop, kneel, crouch, and/or crawl, pull, talk and hear. The employee must lift and/or move up to 50 pounds. Vision may be corrected within normal range. The noise level in the work environment is moderate.
Cervélo exists to Make Riders Faster. You'll see our bikes on the road, on the trail, and under some of the most elite athletes in the world. We're a small group of passionate riders, dedicated to delivering the best bikes in the world. It's not all CAD and wind tunnel time, though, we're headquartered in Aliso Viejo, California, a sweet corner of Orange County where you can ride on and off road year-round. Cervélo bikes have won all three Grand Tours (the first bike brand in history to do so), our ambitions have never been higher, and we're looking for talented, driven people to join our team.
About You
Provide outstanding, best-in-class pre-sale and after-sale service to retailers and consumers, including warranty management, technical inquiry response and pro-active outbound activity, while monitoring and ensuring complete retailer and consumer satisfaction throughout their Cervélo experience.
This role will have the option for a hybrid work schedule and is subject to change
What Does Your Day Job Look Like
Retailer/Customer Support
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the overall duties and responsibilities of this job.
HOURLY PAY RANGE: This compensation package will be dependent on experience, qualifications, industry experience and the interview with a potential hourly range between $27-$30/hr.
Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the overall duties and responsibilities. While performing the duties of this job, the employee is regularly required to stand, walk, use of hands and fingers, handle, or feel, reach above head with hands and arms, lift, push, climb, stoop, kneel, crouch, and/or crawl, pull, talk and hear. The employee must lift and/or move up to 50 pounds. Vision may be corrected within normal range. The noise level in the work environment is moderate.
About You
Provide outstanding, best-in-class pre-sale and after-sale service to retailers and consumers, including warranty management, technical inquiry response and pro-active outbound activity, while monitoring and ensuring complete retailer and consumer satisfaction throughout their Cervélo experience.
This role will have the option for a hybrid work schedule and is subject to change
What Does Your Day Job Look Like
Retailer/Customer Support
- Provide resourceful technical assistance to our customers by answering questions regarding any bike issues, set-up, reactions of bikes in a specific terrain and diagnosing issues
- Answer incoming phone calls and reply to voicemails from customers and resolve requests in accordance with a fast, personal, and precise experience
- Collaborate with other members of the Customer Experience team to expand collective knowledge and update information in the Bike Archive
- Track all customer interactions in CRM software (Hubspot) and ensure all records are updated when needed
- Keep updated on current bike trends and new components
- Provide insights and relay common customer issues to the Product team to influence future product designs and improvement
- Manage Warranty claims and provide warranty support to all retailers in a timely manner
- Liaise with manager and production planning to forecast and manage warranty stock and ensure appropriate levels at all times
- Execute Global Warranty Support to all international markets
- Assist in managing small parts on the B2B/Dealer portal
- Provide regular and thorough reports to Quality Assurance regarding common issues and recognize trends in quality issues and communicate back to QC in a timely manner
- Manage coordination of requested frames/parts per requested by QC team
- Acts as a technical resource for the global team
- Presents valuable data, insights, and customer trends on global calls
- Prepare orders by processing requests and supply orders; pulling materials; packing boxes; placing orders in the delivery area for pickup
- Coordinate with all Customer Experience teams to fulfill specific and ongoing inventory and shipping needs to dealers/consumers
- 3-5 years’ experience in customer service for a premium consumer goods brand/cycling industry preferred
- SAP, CRM, Hubspot, or experience with similar enterprise software
- Technical experience in the bicycle retail industry. Cervélo specific product knowledge is a plus
- Strong organizational, decision-making, and problem-solving skills, with the ability to communicate, present, and build relationships effectively across the organization
- Experience in Shopify store management, product listing optimization, and customer service is a plus
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the overall duties and responsibilities of this job.
HOURLY PAY RANGE: This compensation package will be dependent on experience, qualifications, industry experience and the interview with a potential hourly range between $27-$30/hr.
Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the overall duties and responsibilities. While performing the duties of this job, the employee is regularly required to stand, walk, use of hands and fingers, handle, or feel, reach above head with hands and arms, lift, push, climb, stoop, kneel, crouch, and/or crawl, pull, talk and hear. The employee must lift and/or move up to 50 pounds. Vision may be corrected within normal range. The noise level in the work environment is moderate.